CRM Client Manual

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Table of Contents

1. Introduction....................................................................................................................................3

2. Request Process..............................................................................................................................3

3. Requesting a New Project or Form.................................................................................................4

3.1 Logging Into the Request Page.................................................................................................4

3.2 Requesting a Project.................................................................................................................5

4. “Project in Progress” Notification...................................................................................................8

5. “My Projects” Page and Functionality..........................................................................................10

5.1 “My Projects” Page.................................................................................................................10

5.2 Contacting your Analyst..........................................................................................................12

5.3 Notes......................................................................................................................................13

5.4 Project Files............................................................................................................................14

6. Client Reviews..............................................................................................................................15

7. Troubleshooting...........................................................................................................................16

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1. IntroductionWelcome to the Forms CRM (Client Relations Management) site. For ease of use, please bookmark this link in your browser. This site allows you to request forms or projects easily, while also enabling forms Analysts to manage your project behind the scenes and keep you up to date on the progress of your request.

2. Request ProcessIn order to ensure we best utilize resources and the correct set of skills within the Forms & eBusiness Support team, and to ensure you receive timely delivery of products, we have designed a system which works on a first come first serve basis. This system has been designed to accommodate this method of processing your request by using a queue which will receive your requests as they come in and place them in order by date and time. This will allow the Analysts the opportunity to take ownership of any request in the queue, based on their skill set.

The following steps will take you through requesting a job, and managing your projects.

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3. Requesting a New Project or FormIn order to submit your request, you will need to go to the Forms CRM site (https://crm.forms.gov.ab.ca/).

3.1 Logging Into the Request PageAccess to this site is restricted to GoA users with a GoA email address. Log in using the link above.

For users that work in an iDomain (e.g. users from Health, Energy, or Human Services) you need to ensure that you are using the correct account. If you are prompted to log into the site, please ensure you enter your goa username (e.g. use your GoA email address firstname.lastname@gov.ab.ca, or specify your GoA username goa\firstname.lastname) and use your MyAgent password.

Remember that you must use your GoA domain account. Some Internet Explorer users may see the following popup:

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In this case, where the option for Use another account option is available and the default user is not a goa\ domain account, you will need to click on Use another account and put in the appropriate full user name, including the domain. Remember that you must use your GoA domain username by specifying firstname.lastname@gov.ab.ca or goa\firstname.lastname as your username.

3.2 Requesting a ProjectThis is the home page, where you can click on “Request Form” to access the request page.

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After selecting “Request Form Services” you will be taken to the “Request Form Services” page:

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As a user logged in with your GoA account, the system will automatically recognize you and your contact information.

Step 1 – Select the program area that pertains to the form content

Step 2 – Choose a title for your project. This could be the title and/or form number of the singular form in the request, or the name that you give to a larger project consisting of multiple forms.

Step 3 – Select whether your request is for replenishing stock or having design work done (e.g., changes to an existing form or creation of a new form).

Step 4 – Enter in any project/form related details that you want the Analyst to be aware of. This could include the following:

Form number, where applicable Purpose of form Explanation of requirements or changes, as needed Any special requirements Reason for paper version (if requested) Desired deadline dates

In thinking about due dates for your project, please keep the following service levels in mind (as per the Service Level Agreement – Forms Service Levels). If your project has a critical deadline, please contact Sue Dion to ensure that the request is taken care of immediately:

New Forms: 4-12 weeks Minor changes to an item: 1-5 weeks Major changes to an item: 4-12 weeks Large form projects (e.g. legislation forms): to be determined based on

scope

Step 5 – Add the mocked up form that you wish to have created and/or any artwork or supporting documents that will help the Analyst to complete the

project. Use the sign to add additional files or the icon to replace the uploaded file with a new one. You will see the files appear as you add them.

Step 6 – Create your request by choosing the “Create” option.

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4. “Project in Progress” NotificationOnce an Analyst has taken ownership of your project, you will receive a notification via e-mail, which will tell you who is now responsible for your project and give you a link to your project page.

Note that the following information will be included in your notification:- The Analyst that will be working on your request- A link to your specific project page- A note from your Analyst (e.g. Heather Archibald in the example above) that may

include either a draft deadline date or an invitation to meet and discuss the project.

- A link to your “My Projects” page

If you choose to click on the link to view “My Projects” in your email, you will be taken to your “My Projects” page.

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5. “My Projects” Page and Functionality

5.1 “My Projects” PageThe “My Projects” page is where you can view your current and completed projects.

This page is a list of the projects that you have requested and provides a summary of each project/form. When you click on the project name hyperlink, it will take you to a more detailed view of your project request.

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5.2 Contacting your AnalystThere are numerous ways to communicate with the Analyst through the system. Note the icons beside the name of your Analyst for “Chat” and “Email” in the screenshot below.

By choosing the “Chat” with your Analyst, an IM (Lync instant message) window will open on that individual’s desktop. This is a great way to communicate when you have a quick question or additions to your product. If a business decision is made, the Analyst will document the conversation in the “Notes” section of the project page

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5.3 NotesYou can add project related notes to your project by entering them into the field and clicking “Add note”. When you enter a note, the Analyst responsible for your project will also be able to view this entry.

5.4 Project FilesThe files that pertain to the project (including the ones that you uploaded in the original request) are shown at the bottom of the project summary screen and can be viewed at any time. Additional files can also be uploaded at any time during the project life cycle.

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6. Client Review Tasks

You will be notified when an updated draft is ready for your review. The purpose of this review is to record your feedback in the system for future reference and to help your analyst plan their work accordingly.

If you are already in the system you will see a little red “Alert” icon at the top of the screen that notifies you that a draft is ready for review.

Clicking on the text of the alert will take you to a review screen where you may download and view the draft of your item and record any feedback for the Analyst that you might have.

You will also receive an automatic email notification that the draft is ready to review. This email contains a link to the same review screen.

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The review screen contains a link to the draft and (optionally) comments from the Analyst.

Once you have reviewed the file, record your notes/comments in the feedback field and click “Submit”. The Analyst will be notified that you have completed your review.

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7. Troubleshooting

Questions regarding the functionality of this site:If you experience any problems using the site or have any further questions regarding the site functionality, please contact Jeremy Mayan at jeremy.mayan@gov.ab.ca. Questions regarding our services:If you have any questions regarding the services we offer or to discuss forms requirements or timelines, please contact Sue Dion at sue.dion@gov.ab.ca.

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